C2M.CCB V Select Customers and Manage Programs

Transcription

1 C2M.CCB V Select Customers and Manage Programs Creation Date: March 11, 2014 Last Updated: September 7, 2017

2 This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle, JD Edwards, PeopleSoft, and Siebel are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.

3 Contents BRIEF DESCRIPTION... 4 BUSINESS PROCESS MODEL PAGE BUSINESS PROCESS MODEL PAGE BUSINESS PROCESS MODEL PAGE BUSINESS PROCESS MODEL PAGE BUSINESS PROCESS MODEL PAGE DETAIL BUSINESS PROCESS MODEL DESCRIPTION TEST DOCUMENTATION RELATED TO THE CURRENT PROCESS DOCUMENT CONTROL ATTACHMENTS Initiative Query Initiative Lead Query Lead Add Lead (Single) Lead Upload CSV File (Group) Lead Event Query Lead Event Sales Representative... 38

4 Brief Description Business Process: Process Type: Parent Process: Sibling Processes: C2M.CCB.Select Customers and Manage Marketing Programs Process C2M.CCB.Manage Marketing Programs This process takes place when Utility organization markets various programs and services designed to encourage selected customers to enroll in various sales and marketing initiatives and measures success of efforts. Examples of typical programs include Enrollment to conservation program, sign up for special contract options, setting up marketing surveys. Process starts when Sales and Marketing Representative selects one or more Initiatives that designed for specific market and group of customers and activates selected programs. Programs usually target: - groups of customers selected automatically based on criteria defined by business - groups of customers identified either manually or by third party application (e.g. reporting application) - one or more individual Customer/Account(s) selected by business user C2M(CCB) generates Leads for each selected Account. Usually Lead consists of number of events. Some of the Events trigger communication to customer, such as a letter or an that are sent to a customer. The system considers a Lead as successful if goal program is achieved and C2M(CCB) has the indicator (appropriate data/information is stored) that reflects this achievement. For example, if a rebate claim is filed for a customer with an active lead linked to conservation program Initiative the lead will be considered as successful. In most of the situations system automatically completes Events and Leads, however Leads and Events could be edited and completed manually by Sales and Marketing Representative or Authorized User as well. Application allows collecting statistics for Initiative, for groups and/or individual Sales and Marketing Representatives and provides a tool to measure success of efforts.

5 Business Process Model Page C2M.CCB v2.6 Select Customers and Manage Marketing Programs. Identity Target Customers and Create Leads 1.0 Analyze Request and Select Initiative Update? Activate? Generate Lead(s) Inactivate? Get Refreshed Statistics? Take Further Action Marketing and Sales Rep Initiate work on Marketing Initiative 1.1 Populate Changes 1.3 Request Activate Initiative 1.5 Request Generate Lead(s) 2.0 Request Deactivate Initiative Page Review Pending Leads Edit Selected Lead? Activate Selected Lead? Activate All Pending Leads for Initiative? Delete Selected Lead? Delete All Pending Leads? 2.3 Populate changes 2.5 Request Activate Lead 2.6 Request Activate Leads via Leads Disposition 2.8 Request Delete 3.0 Request Deletion Lead(s) via Lead Disposition Page Validate Changes and Perform Update 5.0 Complete To Do Entry 2.1 Transition Initiative Status to Inactive 2.4 Perform Update 1.9 Transition Lead(s) to Active Status and Create Lead Event(s) in Pending Status 2.9 Perform Delete Manage Active Leads and Events Manually? Generate Lead(s) Immediately? Page 3 Lead Generation Lead Disposition Lead Disposition C2M(CCB) Schedule Lead Generation 1.6 Identify Accounts Eligible for Initiative 1.7 Create Lead(s) in Pending Status Assign Representative? 1.8 Assign Representative to Lead(s) Activate Lead(s) Immediately? 1.9 Transition Lead(s) to Active Status and Create Lead Event(s) in Pending Status Scheduled Payment Upload Process 2.7 Select All Leads in Pending Status for Initiative 1.9 Transition Lead to Active Status and Create Lead Event(s) in Pending Status 2.7 Select All Leads in Pending Status for Initiative 3.1 Delete All Pending Leads Scheduled Payment Upload Process Take Further Action PROCESS C2M.CCB.Select Customers and Manage Marketing Programs PRODUCT FAMILY UGBU CREATED BY PM URM Team FILENAME C2M.CCB.Select Customers and Manage Marketing Programs.vsd SUB-PROCESS PRODUCT LINE/RELEASE BPE APPROVAL Page Number C2M.CC&B v2.6 Page-1 ACTIVITY PRODUCTS PRODUCT LINE APPROVAL REVISED 11/5/2017 Oracle Proprietary and Confidential

6 Business Process Model Page C2M.CCB v2.6 Select Customers and Manage Marketing Programs. Create Leads for Preselected Accounts Create Lead for Single Selected Account Create Lead for Group of Preselected Accounts Marketing and Sales Rep 3.2 Identify Account 3.3 Select Active Initiative and Populate Required Data 3.4 Request Generate Lead 2.2 Initiate work on Marketing Initiative 3.5 Request Select Specific Accounts 3.8 Populate Required Data for Selected Active Initiative 3.9 Request Upload and Process File from Source Directory 4.2 Review Upload Results Generate Lead(s) Immediately? 2.2 Create Lead for Specific Account(s) Create Lead 1.7 Create Lead(s) in Pending Status 4.0 Validate Account(s) and Existing Leads for Account(s) Create Lead Assign Representative? 1.7 Create Lead(s) in Pending Status C2M(CCB) 1.8 Representative to Lead(s) Assign Representative? 1.8 Representative to Lead(s) Reporting Software 3.6 Identify Target Account(s) 3.7 Create File and Place in Source Directory PROCESS C2M.CCB.Select Customers and Manage Marketing Programs SUB-PROCESS ACTIVITY PRODUCT FAMILY UGBU PRODUCT LINE/RELEASE C2M.CC&B v2.6 PRODUCTS CREATED BY PM URM Team BPE APPROVAL PRODUCT LINE APPROVAL FILENAME C2M.CCB.Select Customers and Manage Marketing Programs.vsd Page Number Page-2 REVISED 11/5/2017 Oracle Proprietary and Confidential

7 Business Process Model Page C2M.CCB v2.6 Select Customers and Manage Marketing Programs. Manage Leads and Lead Events Marketing and Sales Rep Manage Bill Manage Customer Contact Monitor Event Trigger Date 4.3 Event Evaluate Lead Completion Event Scheduled Date Reached? Completion Date Complete Event Cust Communication Preference tification? Complete Event Create CSS tification? Complete Event Send SMS? Complete Event Send E- Mail? Complete Event Create Sales Rep E- Mail? Complete Event Create Bill Message? Complete Event Create Customer Contact? Complete Event Discard Lead? Initiate work on Marketing Initiative Preferred Communication via CSS? 4.6 Evaluate Option Prefernce 4.4 Determine CSS Preferred 5.8 Validate Message 5.8 Validate Message 5.8 Validate Message 6.2 Create Temporary Bill Message 6.3 Validate Customer Contract Details 6.5 Evaluations Conditions to Discard Lead Page 1 Page Determine CSS Preferred Send ? Preferred Communication ? 5.9 Create and Send SMS 6.0 Create and Send 6.1 Create and Send Sales Rep Successful? 6.1 Create and Send Sales Rep Lead Time Elapsed and Conditions Satisfied? C2M(CCB) 4.5 Create Sibling Lead Event Create CSS tification 4.7 Create Sibling Lead Event Sent 5.2 Construct and Send CSS tification 5.5 Construct SMS Message and Send CSS tification Successful? Successful? Successful? 4.9 Complete Lead Event Successful? 5.0 Cancel Pending Lead Event(s) 3.1 Delete All Pending Leads 5.0 Cancel Pending Lead Event(s) Successful? 4.9 Complete Lead Event 4.9 Complete Lead Event 4.9 Complete Lead Event 5.0 Cancel Pending Lead Event(s) 4.9 Complete Lead Event 5.1 Discard Lead 5.0 Cancel Pending Lead Event(s) Successful? 5.1 Discard Lead 4.9 Complete Lead Event 5.0 Cancel Pending Lead Event(s) 5.0 Cancel Pending Lead Event(s) 5.0 Cancel Pending Lead Event(s) 5.1 Discard Lead 5.0 Cancel Pending Lead Event(s) Take Further Action 5.1 Discard Lead 4.9 Complete Lead Event Take Further Action 5.1 Discard Lead 5.1 Discard Lead 5.1 Discard Lead Take Further Action 5.1 Discard Lead Customer Self Service (OUCSS) 5.3 Process Request, Created, and Send 5.6 Process Request, Create and Send SMS PROCESS C2M.CCB.Select Customers and Manage Marketing Programs PRODUCT FAMILY UGBU CREATED BY PM URM Team FILENAME Take Further C2M.CCB.Select Customers and Manage Marketing Action Programs.vsd SUB-PROCESS PRODUCT LINE/RELEASE BPE APPROVAL Page Number C2M.CC&B v2.6 Page-3 C2M(CCB) 5.4 Receive 5.7 Receive SMS 5.7 Receive SMS 5.4 Receive ACTIVITY PRODUCTS PRODUCT LINE APPROVAL REVISED 11/5/2017 Oracle Proprietary and Confidential

8 Business Process Model Page C2M.CC&B v2.6 Select Customers and Manage Marketing Programs. Manage Leads and Lead Events Page Review Active Leads and Lead Events 6.9 Select Specific Lead Discard Lead? Complete Lead? Update Lead? 6.8 Marketing and Sales Rep 7.0 Request Discard Lead 7.1 Request Complete Lead Update Lead Event? 7.5 Review Lead and Lead Event(s) Add Event(s) Edit Selected Event(s) Completed Selected Event(s) Cancel Selected Event(s) Modify Lead Details 7.6 Select Event Type Populate Details and Request Add Event 7.8 Modify Event Data 8.0 Request Complete Event(s) 8.1 Request Cancel Event(s) 5.0 Cancel Pending Lead Event(s) 6.6 Evaluate Lead Success Criteria for Account 7.3 Validate Changes 7.4 Perform Update 7.7 Add Lead Event(s) in Pending Status 7.9 Update Event Page Cancel Pending Lead Event 2.7 Select All Leads in Pending Status for Initiative 6.8 C2M(CC&B) Page 3 Scheduled Payment Upload Process Monitor Lead Completion 6.6 Evaluate Lead Success Criteria Success Criteria for Satisfied? Account Pending Lead Event Exits? 5.0 Cancel Pending Lead Event(s) 6.7 Transition Lead to Status Successful Page 5 PROCESS C2M.CCB.Select Customers and Manage Marketing Programs PRODUCT FAMILY UGBU CREATED BY PM URM Team FILENAME C2M.CCB.Select Customers and Manage Marketing Programs.vsd SUB-PROCESS PRODUCT LINE/RELEASE BPE APPROVAL Page Number C2M.CC&B v2.6 Page-4 ACTIVITY PRODUCTS PRODUCT LINE APPROVAL REVISED 11/5/2017 Oracle Proprietary and Confidential

9 Business Process Model Page C2M.CCB v2.6 Select Customers and Manage Marketing Programs. Manage Statistics Marketing and Sales Rep Page Request Refresh Statistics for Initiative Accumulate Statistics Page Validate Eligibility to Accumulate Statistics Eligible? 8.5 Transition Initiative Status to Accumulate Statistics 8.6 Evaluate all Leads for Initiative Accumulate Monthly Statistics? Accumulate Lead Statistics by Status including 1.1 Populate Changes 1.1 Populate Changes Schedule Accumulate Statistics Take Further Action 1.1 Populate Changes 1.1 Populate Changes C2M(CCB) PROCESS C2M.CCB.Select Customers and Manage Marketing Programs PRODUCT FAMILY UGBU CREATED BY PM URM Team FILENAME C2M.CCB.Select Customers and Manage Marketing Programs.vsd SUB-PROCESS PRODUCT LINE/RELEASE BPE APPROVAL Page Number C2M.CC&B v2.6 Page-5 ACTIVITY PRODUCTS PRODUCT LINE APPROVAL REVISED 11/5/2017 Oracle Proprietary and Confidential

10 Detail Business Process Model Description 1.0 Analyze Request and Select Initiative The Marketing and Sales Representative selects one of the existing Initiatives that satisfies current business requirements and needs 1.1 Populate Changes for an Initiative Update The Marketing and Sales Representative evaluates existing Initiative and makes necessary changes to the main attributes of an Initiative if it requires any adjustment to address business requirements. 1.2 Validate Changes and Perform Update The system validates any changes made to the Initiative and updates the Initiative record. The system further validates program management initiatives. C1-INITVVAL - Initiative Validation C1-VALCOPRRE - Validate Conservation Program C1-VALCNOPRE - Validate Contract Option Initiative C1-VALCPGNRE - Validate Campaign Initiative C1-Initiative C1-InitiativeConservationProg C1-InitiativeContractOption C1-InitiativeService C1-InitiativeLite Initiative Program Management Configuration (Master Configuration)

11 1.3 Request to Activate Initiative The Marketing and Sales Representative requests activate pending or inactive Initiative. 1.4 Transition Initiative Active Status and Generate Batch Controls The system transitions the Initiative to Active status and attempts to create a lead generation and a lead disposition batch control using the template batch controls. te: The template lead generation and a lead disposition batch controls are retrieved from the parent initiative. Process Plug-in enabled Y C1-TRINSTAT - Transition to Accumulate Statistics C1-CRINTVBT - Create Initiative Batch Controls C1-Initiative C1-InitiativeConservationProg C1-InitiativeContractOption C1-InitiativeService C1-InitiativeLite C1-BatchControl 1.5 Request Generate Lead(s) The Marketing and Sales Representative requests generate predefined large number of Leads for selected initiative by submitting Lead Generation process. 1.6 Identify Accounts Eligible for Initiative. Group: Lead Generation This is the first step that takes place when application executes Lead Generation batch process submitted by user or automatically. C2M(CCB) identifies accounts eligible for the Initiative by applying initiative eligibility criteria. te: - Templates for lead generation and a lead disposition batch controls are configured in Initiative. - The initiative's lead generation batch control is constructed by concatenating the initiative code and a number. For example, when an initiative with code SMARTAC is activated, the system creates batch control SMARTAC1 for lead generation and SMARTAC2 for lead disposition.

12 - Each batch control's description is constructed by concatenating the template batch control's description and the initiative's description. C1-OPENLDALR - Retrieve Open Leads C1-ICACCUVAL - Is Account Current Criteria Validation C1-ICCMCHVAL - Communication Channel Criteria Validation C1-ICCNPGVAL - Conservation Program Criteria Validation C1-ICCOOPGVA - Contract Option Criteria Validation C1-ICGEOVVAL - Geographic Value Criteria Validation C1-ICPRSPVAL - Premise SP Type Criteria Validation C1-ICRTSCVAL - Rate Schedule Criteria Validation C1-ICSPTYVAL - SP Type Criteria Validation C1-ICSVTYVAL - Service Type Criteria Validation C1-INITVAPCR - Apply Initiative Criteria C1-INTCRIVAL - Freeform Initiative Criteria Validation C1-InitiativeCriteria - Initiative Criteria C1-InitvAccountAutopay - Is Account on Autopay Criteria Customizable process (N) Process Name C1-InitvAccountBudget - Is Account on Budget Criteria C1-InitvAcctCustomerClass - Customer Class Criteria C1-InitvAverageServiceQty - Average Service Quantity Criteria C1-InitvCurrentAccount - Is Account Current Criteria 1.7 Create Lead(s) in Pending Status. Group: Lead C1-InitvCurrentCommChannelCrit - Communication Generation The system creates Leads in Pending status using the Application also provides information about return Lead in Pending state the system allows the user to verify actively marketing the Initiative. Channel Criteria C1-InitvCurrentConsvProgCrit - Conservation Program Criteria C1-InitvCurrentContractOptCrit - Contract Option Criteria C1-InitvCurrentRateCrit - Rate Schedule Criteria C1-InitvCurrentSPTypeCrit - SP Type Criteria C1-InitvCurrentServiceTypeCrit - Service Type Criteria C1-InitvDaysLastLead - Number of Days Since Last Lead Criteria C1-InitvFreeformCrit - Freeform Criteria C1-InitvGeoValueCrit - Geographic Value Criteria C1-Lead - Lead C1-InitvPremiseCities - Premise Cities Criteria C1-LeadAccount - Account Lead C1-InitvPremiseSPTypeCrit Premise SP Type Criteria C1-AdvancedAnalysisLead - Advanced Analysis System C1-PremFreeformCrit - Freeform Premise Criteria Lead C1-PremiseInitiativeCriteria - Premise Initiative Criteria C1-LEADG - Lead Generation batch control C1-LDACCTINF - Account Lead Customer Information Initiative s eligibility criteria. customers By generating the the targeted customer before

13 1.8 Assign Representative to Lead(s) Group: Lead Generation Further in the Lead Generation process, the system will link the created Lead(s) to their respective Sales Representative. A sales representative is responsible for marketing or selling products and services to end customers. Two types of representatives are supported, namely groups and individuals. C1-LDALOCREP Allocate Lead Representative C1-Lead C1-LeadAccount C1-SalesRepresentative C1-SalesRepIndividual C1-SalesRepGroup Group Sales Representatives, Individual Sales Representatives Initiative 1.9 Transition Lead(s) to Active Status and Create Lead Events(s) in Pending Status. Group: Lead Generation Group: Lead Disposition The Lead is activated and the Initiative is actively marketed to customers. When a lead is transitioned to the Active state, Lead Events are created to encourage the customer to participate in the Initiative. te: - The number and type of events are defined on the initiative's event template. - Event trigger date is calculated for each lead event by adding the number of days defined on the initiative's event template to the lead creation date. C1-LDCRELDEV - Lead Create Lead Events C1-LEAD C1-LeadAccount Initiative

14 Lead Event Types 2.0 Request Deactivate Initiative Marketing and Sales Representative deactivates the Initiative either temporarily or permanently depends on business requirements. 2.1 Transition Initiative Status to Inactive The system transitions initiative to Inactive status. C1-Initiative C1-InitiativeConservationProg C1-InitiativeContractOption C1-InitiativeService 2.2 Review Pending Leads Marketing and Sales Representative reviews pending leads created for the targeted customers before actively market the Initiative. 2.3 Populate Changes Marketing and Sales Representative updates selected pending Lead(s) if required. 2.4 Perform Update Lead The system performs required updates. C1-LEAD C1-LeadAccount

15 2.5 Request Activate Lead Marketing and Sales Representative requests to activate selected pending Lead(s). 2.6 Request Activate Leads via Lead Disposition To activate automatically large number of Pending Leads for an Initiative, the Marketing and Sales Representative submits Lead Disposition process 2.7 Select All Leads in Pending Status for Initiative. Group: Lead Disposition This is the first step that takes place when application executes Lead Disposition batch process submitted by user or automatically. C2M(CCB) selects all the pending Leads for the Initiative that should to be either activated or deleted Customizable process (Y) Process Name C1-LEAD C1-LeadAccount C1-Initiative Initiative Lead Event Type C1-LEADD ( Lead Disposition batch control) 2.8 Request Delete Lead Upon review of the system generated pending Leads, Marketing and Sales Representative requests to delete a specific Lead. 2.9 Perform Delete Lead

16 The system deletes selected pending Lead that was erroneously generated. C1-LEAD C1-LeadAccount 3.0 Request Deletion Lead(s) via Lead Disposition Upon review of pending Leads, a Marketing and Sales Representative requests to delete a group of Leads that were erroneously generated. 3.1 Delete All Pending Lead(s) The system utilizes the Lead Disposition batch process to delete a group of Leads that were erroneously generated. Customizable process (N) Process Name C1-LEAD C1-LeadAccount C1-Initiative C1-LEADD (Lead Generation batch control) 3.2 Identify Account. Group: Create Lead for Single Selected Account The Marketing and Sales Representative determines if any of the specific accounts that should be part of one of the currently active programs. 3.3 Select Active Initiative and Populate Required Data. Group: Create Lead for Single Selected Account

17 The Marketing and Sales Representative identifies active initiative that represents the program to which customer should participate and populates required details. Initiative Group Sales Representatives, Individual Sales Representatives 3.4 Request Generate Lead. Group: Create Lead for Single Selected Account The Marketing and Sales Representative requests generate Lead for a targeted account. Lead is created in Pending status. 3.5 Request Select Specific Accounts. Group: Create Leads for Group of Preselected Accounts Sometimes business process requires identify and add a number of specific target accounts to existing active Initiative. The Marketing and Sales Representative initiates Account selection process. Accounts could be selected manually or automatically using reporting software. te: This process is used to generate leads for small number of accounts 3.6 Identify Target Account(s). Group: Create Leads for Group of Preselected Accounts Actor/Role: Reporting Software Third party Reporting Software (or any other software) generates a list of selected accounts eligible for specific program represented by active Initiative. 3.7 Create File and Place in Source Directory. Group: Create Leads for Group of Preselected Accounts Actor/Role: Reporting Software Application creates one or more CSV files containing selected accounts and places them in specified directory. te: This process is recommended for processing limited number of pre-selected accounts. It allows forcefully create Leads for any initiative and bypasses the Initiative s eligibility criteria.

18 te: CSV file containing pre-selected accounts could be created manually by Marketing and Sales Representative as an exception. 3.8 Populate Required Data for Selected Active Initiative. Group: Create Leads for Group of Preselected Accounts The Marketing and Sales Representative populates all the required data. 3.9 Request Upload and Process File from Source Directory. Group: Create Leads for Group of Preselected Accounts Marketing and Sales Representative selects the specific file containing list of accounts and requests to upload it. 4.0 Validate Account(s) and Existing Leads for Account(s). Group: Create Leads for Group of Preselected Accounts Upon CSV file upload, C2M(CCB) validates the accounts from the list and existing leads these accounts. te: BPA script C1-InitvLdUp (Initiative - Lead Upload) is used for loading accounts via CSV file. 4.1 Generate File Upload Statistics. Group: Create Leads for Group of Preselected Accounts The system generates statistics on whether the account was successfully or unsuccessfully uploaded and processed. A summary provides details of the action taken for each account (i.e. how many leads were successfully created, how many leads encountered error and how many accounts were skipped. 4.2 Review Upload Results. Group: Create Leads for Group of Preselected Accounts The Marketing and Sales Representative reviews file upload results.

19 4.3 Evaluate Lead Event Scheduled Complete Date Group: Monitor Event Trigger Date An initiative usually defines a structured marketing effort for the events or actions that take place during the life of a lead to encourage a customer to participate in a program. These Lead events have scheduled triggers dates for processing. C2M(CCB) monitors lead event(s) completion dates and triggers event processing when event completion date is reached C1-LETRNCMP - Transition Event On/After Trigger Date C1-LeadEvent Lead Event Type Customizable process (N) Process Name C1-LDEVT - Lead Event Periodic Monitor Process 4.4 Determine CSS Preferred tification Type The system executes this step only if C2M(CCB) is integrated with Oracle Utility Customer Self-Service (OUCSS) application. C2M(CCB) retrieves configured customer s preferred communication channel C1-LECOMP Complete Lead Event C1-LECMRKPF Customer Communication Preference tification C1-LECNTFCSS Create CSS tification C1-LeadEvent C1-LeadEvtTypeUseCustomerPref CC&B Self-Service Integration - Master Configuration tification Service Task Lead Event Type

20 4.5 Create Sibling Lead Event Create CSS tification The system will create a CSS tification Sibling Lead Event. C1-LECOMP Complete Lead Event C1-LECMRKPF Customer Communication Preference tification C1-LeadEvent C1-LeadEvtTypeUseCustomerPref 4.6 Evaluate Option Preference If customer didn t specify any preferences to communicate via customer self-service application C2M(CCB) automatically evaluates other options to contact customer. Usually these options are determined based on business requirements and available customer information (e.g. address stored in C2M(CCB)). C1-LECOMP Complete Lead Event C1-LECMRKPF - Customer Communication Preference tification C1-LeadEvent C1-LeadEvtTypeUseCustomerPref Lead Event Type 4.7 Create Sibling Lead Event Send If customer s address is available in C2M(CCB), C2M(CCB) creates sibling lead event Send E-mal C1-LECOMP Complete Lead Event

21 C1-LECMRKPF Customer Communication Preference tification C1-LeadEvent C1-LeadEvtTypeUseCustomerPref Lead Event Type Message Category, Message Number 4.8 Create Sibling Lead Event Create Customer Contact If system determines customer didn t provide self-service notification preferences and is also not available C2M(CCB) creates sibling lead event Create Customer Contact to initiate communication to the customer. C1-LECOMP Complete Lead Event C1-LECMRKPF Customer Communication Preference tification C1-LeadEvtTypeUseCustomerPref Lead Event Type 4.9 Complete Lead Event Upon the successful completion of a Lead event, the system transitions lead event to complete status C1-LECOMP Complete Lead Event C1-LECMRKPF Customer Communication Preference tification

22 C1-LeadEvent C1-LeadEvtTypeUseCustomerPref 5.0 Cancel Pending Lead Event(s) If currently processing event couldn t be completed successfully and communication with customer couldn t be initiated, C2M(CCB) transitions lead event to cancel status. It also cancels rest of the pending events( if any). C1-LDCANCEL C1-Lead 5.1 Discard Lead When a Lead Event is not successful and the pending lead events have been canceled, C2M(CCB) transitions Lead to discard state. C1-Lead 5.2 Construct and Send CSS tification If customer indicated as preferred communication channel, C2M(CCB) constructs and initiates sending process to customer using OUCSS application C1-LECOMP Complete Lead Event C1-LECNTFCSS Create CSS tification C1-LeadEvent C1-LeadEvtTypeUseCustomerPref C2M(CCB) Self Service Master Configuration

23 tification Service Task Lead Event Type 5.3 Process Request, Create and Send Actor/Role: OUCSS OUCSS creates and send the to the customer. 5.4 Receive Actor/Role: Customer The customer receives the Construct SMS Message and Send CSS tification If customer indicated SMS as preferred communication channel, C2M(CCB) constructs message and initiates sending process to customer using OUCSS application C1-LECOMP Complete Lead Event C1-LECNTFCSS - Create CSS tification C1-LeadEvent C1-LeadEvtTypeUseCustomerPref C2M(CCB) Self Service Master Configuration tification Service Task Lead Event Type 5.6 Process tification, Create and Send SMS Actor/Role: Customer

24 OUCSS creates and sends the SMS (text) message to the customer. 5.7 Receive SMS Actor/Role: Customer The customer receives the SMS (text) message. 5.8 Validate Message The system validates the details and information required to construct SMS or C1-LDEVTYMVA - Create or SMS Message Validation C1-LeadEvtTypeCreSMSAbtInitv 5.9 Create and Send SMS If customer provided phone number that allows sending SMS, the system creates and sends the SMS to the customer. te: Service Script C1-SmsSend (Send SMS Message) is used to send message. C1-LECOMP Complete Lead Event C1-LETCRESMS - Create Lead SMS C1-LeadEvent C1-LeadEvtTypeCreSMSAbtInitv Installation Options

25 6.0 Create and Send If customer provided address, the system creates and sends the to the customer. te: The script C1- Svc ( Send ) is responsible for sending once the has been created C1-LECOMP Complete Lead Event C1-LECINCUSE Create Lead C1-LeadEvent C1-LeadEvtTypeCre AbtInitv Outbound Message Type External System Message Sender Feature Configuration 6.1 Create and Send Sale Rep C2M(CCB) constructs and sends to Sales Representative. te: The script C1- Svc ( Send ) is responsible for sending once the has been created C1-LECOMP - Complete Lead Event C1-LECINREPE - Create Sales Representative C1-LeadEvent C1-LeadEvtTypeCre AbtLead Outbound Message Type, External System Message Sender Feature Configuration 6.2 Create Temporary Bill Message

26 The system gathers account information and creates a temporary bill message for leads' account. A notification lead event and lead log entry is added to track the creation of the bill message. C1-LECOMP - Complete Lead Event C1-LECCREBI - Create Lead Bill Message C1-LeadEvent C1-LeadEvtTypeCreBillInsAbtIni 6.3 Validate Customer Contact Details The system validates Customer Contact Details. C1-LDEVTYCCV -Create Customer Contact Event Type Validation C1-LeadEvtTypeCreCCAbtInitv Customer Contact Type Customer Contact Class 6.4 Create Customer Contact A customer contact is created for the main person linked to the leads' account. C1-LECOMP - Complete Lead Event C1-LETCRECC -Create Lead Customer Contact C1-LeadEvent

27 C1-LeadEvtTypeCreCCAbtInitv 6.5 Evaluate Conditions to Discard Lead It s a common business practice to discard leads after the lead has been active for number of days. This period is configured and controlled by business. This functionality is enabled by adding Discard Lead event to the lead. Application determines if time elapsed between current date and lead s status/update time. C1-LECOMP - Complete Lead Event C1-LECDISCLD Discard Lead C1-LeadEvent C1-LeadEvtTypeDiscardLead 6.6 Evaluate Lead Success Criteria for Account Group Monitor Lead Completion The system checks if a lead has been successful by evaluating Lead Success Criteria for initiative. CCB attempts to determine if any changes occur in the application in response to the lead related activity. For example, if the initiative's leads encourage a customer to file a rebate claim, this algorithm will look for a rebate claim for the lead's account linked to the initiative's conservation program. C1-LDCHKSCS - Determine lead success C1-CHKCOMPRC - Rebate Claim Lead Success C1-CHKSACOPT - SA Contract Option Lead Success C1-CHKCOMPOR - Order Lead Success C1-Lead (Lead) C1-Initiative C1-InitiativeConservationProg

28 C1-InitiativeContractOption C1-InitiativeService C1-InitiativeLite C1-BatchControl Customizable process (Y) Process Name C1-LDTR - Lead Periodic Monitor Process 6.7 Transition Lead to Status Successful Application transitions Lead to status Successful For Manual Process: BPA script C1-TranLead Transition Lead to Success is available and responsible for transitioning lead to Successful status 6.8 Review Active Leads and Lead Events In an attempt to manage his assigned Leads, the Marketing and Sales Representative reviews his active Leads and Lead Events. Here the Marketing and Sales Representative has the option to: 6.9 Select Specific Lead The Marketing and Sales Representative selects a specific event to process manually. 7.0 Request Discard Lead If required the Marketing and Sales Representative requests to discard selected lead for an initiative.

29 7.1Request Compete Lead The Marketing and Sales Representative requests to complete the lead if success criteria determined for initiative has been met. 7.2 Modify Lead Details The Marketing and Sales Representative makes changes in the selected Lead record. Such changes could include adding tes and attachment documents, if needed. te: BPA Script (C1-LeadMain) Lead Maintenance is responsible for any modification on lead details. 7.3 Validate Changes The system validates eligibility of sales representative assignment to the lead. C1-LEADPOST - Lead Post Processing C1-Lead Group Sales Representatives, Individual Sales Representatives 7.4 Perform Update The system performs required updates. 7.5 Review Active Lead and Lead Event(s) In an attempt to manage assigned Leads, the Marketing and Sales Representative reviews Leads and Lead Events.

30 7.6 Select Event Type, Populate Details, and Request Add Event The Marketing and Sales Representative determines that a new Lead Event must be added to the selected Lead. The representative selects required Lead Event Type, populate the details and request the new Lead Event be added to the existing Lead. te: BPA Script C1-LdEvtAdd(Lead Event Add) is available for adding lead events 7.7 Add Lead Event(s) in Pending Status C2M(CCB) adds Lead Event in pending status to the Lead. C1-Lead Lead Event Type 7.8 Modify Event Data The Marketing and Sales Representative updates Lead Event if required after review. 7.9 Update Event The system performs required updates. te: BPA Script C1-LdEvtMain (Lead Event Maintenance) is invoked when modifying lead events C1-Lead Lead Event Type

31 8.0 Request Complete Event(s) Upon review, the Marketing and Sales Representative requests manually complete a Lead Event. 8.1 Request Cancel Event Upon review, the Marketing and Sales Representative requests to cancel a Lead Event if required. 8.2 Cancel Pending Lead Event C2M(CCB) transitions Lead Event to Canceled status Business Object C1-Lead 8.3 Request Refresh Statistics Marketing and Sales Representative requests to refresh statistics for the initiative if business requires monitoring the statistics associated with the Initiatives (e.g. the number of Pending, Active, or Completed Leads) 8.6 Validate Eligibility to Accumulate Statistics: Group Accumulate Statistics C2M(CCB) validates ability to accumulate statistics for initiative. This step could be executed automatically (by background initiative periodic monitor process) or manually. Automated process: System checks if enough time elapsed since last time statistics were accumulated for the Initiative based on configured statistics frequency Manual process: Application allows users request accumulated statistics for the Initiative any time based on current business needs. C1-TRINSTAT Transition to Accumulate Statistics

32 C1-Initiative Customizable process (N) Process Name C1-INITR - Initiative Periodic Monitor Process 8.5 Transition Initiative Status to Accumulate Statistics: Group Accumulate Statistics C2M(CCB) transitions Initiative to Accumulate Statistics Status based on User request or Initiative is eligible for periodic statistics accumulation. C1-Initiative 8.6 Evaluate all Leads for Initiative: Group Accumulate Statistics C2M(CCB) retrieves all the leads in all statuses linked to initiative C1-ACCSTAT - Accumulate Lead Statistics C1-Initiative Accumulate Lead Statistics by Status Including Discard Reasons: Group Accumulate Statistics The system calculates number of Leads in each status (i.e, Pending, Active, Success and Discard.) as of the Initiative s Statistics Date/Time. For the Discard state, information is sorted by valid reason codes. C1-ACCSTAT - Accumulate Lead Statistics C1-Initiative Program Management Configuration - Master Configuration

33 Accumulate Lead Count for Top Representatives: Group Accumulate Statistics Application accumulates statistics for the top individual Sales Representatives for the Initiative (i.e sales representatives with the largest number of active leads assigned to them as of the Statistics Date/Time). te: Application displays data for the top 5 sales representatives that are represented by unique color. C1-ACCSTAT - Accumulate Lead Statistics C1-Initiative Program Management Configuration Master Configuration Accumulate Monthly Lead Statistics by Status Including Discard Reasons: Group Accumulate Statistics If there is a requirement to represent monthly statistics, C2M(CCB) calculates the number of open, completed and discarded leads each month. Open leads are calculated as the sum of pending and active leads. Application also accumulates statistics for the top 4 discard reasons each month. Statistics for all other discard reasons are accumulated in a catch-all "other" bucket. This step is performed if enough time has elapsed to accumulate monthly statistics C1-ACCSTAT - Accumulate Lead Statistics C1-Initiative Program Management Configuration Master Configuration Accumulate Monthly Lead Count for Top Representatives: Group Accumulate Statistics

34 C2M(CCB) accumulates monthly statistics the top individual representatives for the initiative in context, i.e. representatives with the largest number of active leads assigned to them as of the process date. C1-ACCSTAT - Accumulate Lead Statistics C1-Initiative Program Management Configuration Master Configuration 8.8 Update Initiative and Transition to Active Status: Group Accumulate Statistics Upon the completion of the Accumulate Statistics process, C2M(CCB) transitions initiative status to Active. C1-ACCSTAT - Accumulate Lead Statistics C1-Initiative 8.9 Analyze Statistics Marketing and Sales Representative reviews and analyzes initiative statistics

35 Test Documentation related to the Current Process ID Document Name Test Type

36 Document Control Change Record 38 Date Author Version Change Reference 02/26/2014 Monica Munnings V1.0 Initial Document 03/11/2014 Monica Munnings Updates after review 03/29/2014 Monica Munnings Updates after review 04/29/2014 Monica Munnings Updates after review 05/03/2014 Cristina Mabandos Updates in configuration section 05/14/2014 Galina Polonsky Reviewed, Approved 09/02/2015 Muhssin Suliman Update to CCBv2.5 11/14/2015 Galina Polonsky Reviewed, Approved 09/07/2017 Ekta Dua Updated word and visio to v2.6 10/04/2017 Genti Kondili Updated Visio, algorithms, task descriptions, diagrams, screenshots for C2M 10/24/2017 Galina Polonsky Reviewed, Approved

37 Attachments Initiative Query Lead Events Q uery.docx Initiative Initiative.docx Lead Query Lead Q uery.docx Lead Lead.docx Add Lead (Single) Add Lead.docx Lead Upload CSV File (Group) Lead Upload File.docx

38 Lead Event Query Lead Event Q uery.docx Lead Event Lead Event.docx Sales Representative Sales Representative.docx